As the name suggests, business-to-business (B2B) is transaction made between businesses, such as one between a manufacturer and a wholesaler or a wholesaler and a retailer.
B2B e-commerce digitises and takes these transactions online. A B2B e-commerce platform is an online portal that enables B2B businesses to market and sell their products and services directly to customers or business partners.
Here are some examples of B2B e-commerce:
Xerox established a powerful digital sales channel for its operations in 160 countries, driving a 30% increase in order value.
Miele’s B2B online shop supplies industrial kitchens with 24/7 convenience in browsing, buying, and tracking delivery.
KION North America converted 96% of its offline orders into online orders, with online orders up by 15% per day.
B2B e-commerce is now a key purchasing gateway for corporate buyers. Two-thirds of corporate buyers surveyed by McKinsey & Company prefer digital and remote channels throughout their purchasing journey.
Don’t get left behind—today’s B2B sellers are more likely to offer e-commerce channels than in-person selling, making it a crucial strategy for any supplier to stay ahead of the competition. In fact, e-commerce has surpassed in-person selling as the single most effective sales channel for B2B companies.
Busting the five biggest B2B e-commerce myths, McKinsey & Company, January 2022 (Source)
Companies are removing all the stops to make their B2B e-commerce sites a smooth, user-friendly experience through functionality and personalization. Around 80% of B2B companies surveyed by McKinsey & Company are making their online channels as good as or better than their offline ones, keeping these key functionalities in mind.
| 💡 To learn more about B2B e-commerce requirements, read "How to create requirements for a B2B e-commerce website." |
The front end forms the interface users interact with, such as websites, mobile apps, connected devices, and other user experience (UX) features. Your front-end functionalities must meet business goals and buyer expectations for a friction-free online shopping journey.
Here are some examples of key front-end functionalities that B2B e-commerce sites require:
Allows customers to look for and filter specific products. Every search, recommendation, and navigation of the site is specific to the user, their role, and the company they work at.
Manages product information and catalogue data across various touchpoints. Since B2B companies typically have large catalogues of complex products, the focus must be on structuring product relationships, managing product life cycles, and ensuring the completeness of data.
Accommodates any pricing scenario—from discounted price to listed price, price by customer type, customer-specific pricing, time-based pricing, and tiered quantity pricing, among other pricing schemes.
Customers can add products to their shopping cart, provide an order summary, and input discount and promo codes. B2B ordering, however, takes more than just adding items to your cart. Here are a few common ordering scenarios:
Ordering in bulk via file import. To place an order with many items, users can upload a CSV file instead of adding items one by one.
Ordering from an order list. Customers who order certain items often enough can create order lists to ease ordering and checkout.
Ordering via subscriptions. Customers who order certain items on a schedule can place recurring orders via subscriptions.
Note: Similarly, B2B checkout functions the same way, and users can reference a purchase order (PO), cost centre, or business unit and set a delivery schedule for every item in the order.
Provides delivery options and indicates additional shipping fees and charges.
Allows customers to review their purchase and order history, track their order status, manage their account information, and retrieve sales invoices.
Additional front-end functionalities may also include:
Provides customers with real-time inventory updates (i.e., sold-out items or how many items are still left in stock) and allows sellers to manage and optimize their inventory levels from multiple warehouse locations.
Pulls data from inventory levels and pricing specifications to generate quotes by allowing customers to manage and control corporate spending by assigning cost center to their orders and creating custom approval workflows when their order value exceeds a certain amount.
Beyond customer experience, you also need to consider the functionalities your internal users require — such as your staff and management team—to store and organise data. These functionalities may include:
Manages your users, brands, and sales channels based on how the company is structured.
Manages orders from multiple channels, automates order processing, and updates inventory levels.
Integrates various plug-ins for customer relationship management (CRM), enterprise resource planning (ERP), and other applications.
Tracks user behaviour such as clicks, searches, self-service activities, and mobile app purchases. You can also deploy analytics in customer service, sales, and operations.
A collection of application programming interfaces (APIs) that allows brands to offer the same consistent B2B e-commerce experience across multiple touchpoints.
This refers to non-technical requirements that enhance user experience and boost a B2B e-commerce site’s performance. These functionalities may include:
There’s no overlooking the importance of accessibility in web design. Make your site easy to use for people of all needs by including common accessibility features such as alternative text for product images, enhanced colour contrasts, and layouts designed with keyboard navigation in mind.
Make your site secure so customers can trust you with the sensitive financial information needed for online transactions. B2B e-commerce sites can follow the ISO/IEC 27000 family of standards to protect data and manage the security of assets such as financial information, intellectual property, employee data, and other information entrusted by third parties.
For every second of load delay, website conversion rates can fall by an average of 4.42%. Make your site easy to load for more conversions and better SEO rankings. Google uses load speed as a site ranking factor, especially on mobile. For your e-commerce site to rank higher, keep page load time to two seconds and below.
When you’re in the middle of a massive online sale, the last thing you want to happen is for your B2B e-commerce site to crash. With auto-scaling, you can automatically adjust the capacity of your website’s responsiveness based on changing demand or site traffic, ensuring 100% uptime.
Speaking of uptime, you can also group computers, hosts, or servers into high-availability clusters (HA clusters) to provide continuous uptime for your B2B e-commerce site.
Looking for a B2B e-commerce platform to support your online sales strategy? These are the key features you’ll need in a B2B e-commerce platform:
B2B buyers expect an enhanced customer experience tailored to their needs and interests. The right B2B e-commerce platform should make it easy to customise user experiences with features such as customer-specific pricing, intelligent product recommendations, and segmentation based on needs.
Deliver search results and product recommendations precisely tailored to your customers’ needs. Intershop’s search and recommendations engine helps us explore the possibilities of personalised experiences. The AI-powered search engine lets you build algorithms that map your data based on demographics, customer preferences by segment, product information, and more.
Along with a more personalised experience, B2B customers also want more channels and more convenience. Now, B2B buyers and decision-makers are using more channels to connect with suppliers: 10 channels, to be exact. This calls for the right mix of in-person interactions, remote contact via phone or video calls, and e-commerce self-service across their purchasing journey.
B2B buyers have embraced omnichannel sales, so it’s crucial for your chosen B2B e-commerce platform to support your omnichannel strategy. Even on the B2B seller side, more than 90% of B2B companies view omnichannel strategies as equally or more effective in reaching and serving customers.
B2B e-commerce websites that run on headless, API-based architecture are often the best candidates for an omnichannel strategy, as they enable you to add touchpoints and update content swiftly and flexibly. Intershop has a plethora of B2B-specific APIs that provide a smooth digital experience across all front ends, from smartphones to machine terminals.
Equip your B2B e-commerce site with self-service capabilities. Not only will this save time for everyone involved, but it will also ensure a smooth and efficient shopping experience for your B2B customers. B2B buyers must be able to check inventory levels, track orders in real time, and manage quotes when needed.
Even as your business moves toward B2B e-commerce, there might be instances when you need to make sales calls, take purchase orders, or issue sales invoices in person. As such, you should still be able to integrate your B2B e-commerce platform with your point of sale (POS) system.
If you are currently using another software for customer relationship management (CRM) or enterprise resource planning (ERP), ensure it's integrated well with your B2B e-commerce platform.
Given the large orders, complex supply chains, and multi-channel transactions involved in B2B e-commerce, order management can be challenging. The right B2B e-commerce platform can help you optimise your ordering processes, from supply chain to shipping.
B2B e-commerce platforms allow businesses to operate on different channels, offering a consistent customer experience across multiple touchpoints. However, order fulfilment across channels can get complicated quickly, especially with large order volumes and multiple fulfilment centres, suppliers, and logistics partners.
In this case, you can use an Order Management System (OMS) with your B2B e-commerce platform to help manage and automate your order fulfilment process more seamlessly. Intershop Order Management combines inventory overview across multiple channels, real-time order insights, and integrations with different payment gateways.
Given the scale and complexity of many B2B purchases, your buyers will likely need all the assistance they can get. It is during these moments when the quality of your customer engagement matters.
Gartner research reveals that, by 2025, 80% of B2B sales interactions between buyers and suppliers will take place in digital channels. In fact, 33% of B2B buyers prefer a seller-free sales experience—this preference is higher among millennials at 44%. However, being seller-free doesn’t mean it’s devoid of personalized customer care.
Personalised customer support is still essential, especially via digital channels. Thus, your B2B e-commerce platform must have the tools to deliver a superior customer engagement experience.
Using a B2B e-commerce platform with strong customer support capabilities can help your sales team provide consistent customer support across multiple channels. Intershop’s Customer Engagement Center, for example, offers co-browsing capabilities and guides customers through to order completion.
It allows your business to fast-track transactions and order fulfilment.
It allows your business to reach potential customers anytime, anywhere.
It gives your sales teams better visibility into orders, product pricing, and customer purchase history, even when they are working remotely.
It allows your business to easily measure and evaluate its product marketing campaigns, sales effectiveness, product mix, inventory levels, and customer engagement.
It allows your business to offer a stellar customer experience and retain repeat customers.
It provides your business with real-time insights to stay ahead of buying trends.
Experience along the B2B value chain, PwC (Source)
B2B companies must rethink their e-commerce value chain and offer customers the right balance of cost, responsiveness, and experience. Here are six priorities to consider to bring your B2B e-commerce value chain to life:
Think about the value chain, not just your physical supply chain
Understand and segment your dynamic customers’ priorities
Establish a culture that values the customer experience
Focus digital capabilities on customers’ priorities
Focus on physical capabilities and skills
Make an emotional connection and create customer-oriented experiences
E-commerce is fast becoming mainstream in industrial manufacturing, as customers now expect to work with any brand online. Having an information-only presence online is not enough anymore, so diving headlong into B2B e-commerce can give industrial manufacturers an edge. Here are some best practices to consider when building your B2B e-commerce strategy:
Most manufacturers sell through a mix of purchasing models, such as direct online sales (i.e., research and buy products online) and Ro/Po, a combination of researching a product online yet purchasing offline. Given the number of products manufacturers sell, deciding which items get sold online or offline would be best. Replacement parts are easy candidates for B2B e-commerce, while more complex equipment systems might require in-person sales and after-sales maintenance.
While not all your products might be sold online, your complete product catalogue is still on your B2B e-commerce site. Enrich it with robust product data and purchasing and delivery information.
You can further personalize your product catalogues based on demographics, industry, location, previous customer preferences, and purchase history.
Distributors and wholesalers act as intermediaries between manufacturers and retailers. Wholesalers sell products in bulk at discounted prices to B2B buyers. Here are some best practices to consider when doing wholesale B2B e-commerce:
Even though you sell products wholesale at a lower price, don’t jeopardise your profit by offering your buyers too good of a deal. Wholesale prices will depend on how much it costs to manufacture each unit, including operational costs for raw materials, shipping, handling, and labour.
You can approach your wholesale pricing strategy the same way you would a loyalty programme. Build a strategy based on your customers, how much they buy from you, and what products they buy from you.
Launching new brands, targeting new segments, and onboarding resellers are all time-consuming tasks for wholesalers. Use an online shop built for wholesalers, such as Intershop’s e-commerce for wholesale, to instantly set up attractive and responsive online stores to digitalise and automate your sales process without major coding or web development.
Shipping large amounts of stock to wholesale B2B customers can be a nightmare. Use an omnichannel inventory management system like Intershop’s e-commerce for wholesale to streamline wholesale logistics.
Manufacturing vs. Wholesale in B2B E-commerce
B2B e-commerce is changing the face of healthcare. Providers such as doctors, nurses, other medical practitioners, and even insurance companies are tapping into digital platforms to improve efficiency, reduce transaction costs, and provide real-time inventory updates across the supply chain.
By 2025, the global healthcare e-commerce market will surge to over US$435.8 billion. Healthcare e-commerce can be broken down into four lines of business: telemedicine websites, medical supply and equipment stores, online pharmacies, and healthcare marketplace websites.
Purchasing medical supplies online can be challenging. Aside from knowing the prices and product specifications, the reputation of medical suppliers or manufacturers is also an important selection criteria for B2B buyers. Here are some best practices to consider for B2B healthcare suppliers:
Overall, B2B buyers, from hospitals to pharmacies, consider pricing and discounts the most important selection criteria for their choice of medical supplier. They look at the best prices and discounts various vendors offer before choosing.
Longer delivery times are a major deterrent for B2B buyers of medical supplies.
The unavailability of specific medical products and lack of product variety deters most B2B buyers of medical supplies. Build a comprehensive online product catalogue with detailed pricing and shipping information.
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"Case study: B2B e-commerce for healthcare To help customers avoid errors while placing orders, Bunzl allows customers from residential aged care facilities in Australia and New Zealand to place orders based on the medical supplies and equipment needed for specific rooms or business units. |
B2B e-commerce for office supplies
By 2025, the global office supplies market will reach nearly US$273.9 billion. This is no surprise, as offices, schools, and even businesses use office supplies for daily workflows. Here are some best practices to consider for B2B office supplies e-commerce:
Upsell some goods by packaging them as complementary products. If you sell one product, it would be much easier to sell other products that complement it. If you sell a printer, for example, it would be easier to sell some printer paper and ink to go along with it. You can sell complementary products as bundles or upsell related products during checkout.
Organisations tend to order huge quantities of office supplies. With bulk orders, you can offer lower and more competitive prices, which helps improve sales and profit margins. Your B2B e-commerce platform must be able to display volume discounts.
Some B2B buyers might prefer to pick up their office supplies in-store. As such, integrate your online and offline sales channels for a seamless omnichannel customer experience. For added value, allow B2B buyers who visit your physical store to take advantage of the discounted prices and digital invoicing available on your e-commerce site.
This is an approach to B2B e-commerce architecture where the front end (a.k.a., the “head”) is separated from the back-end functionalities. This approach allows businesses to create different front-ends or user experiences through application programming interfaces (APIs).
This approach to B2B e-commerce is right for you if you want the freedom to customise and roll out changes quickly. This approach can help you build an omnichannel commerce strategy that delivers experiences across multiple touchpoints.
Headless B2B e-commerce platforms can be time-consuming and costly, especially when building numerous bespoke front-ends from scratch. The platform will also likely require a full-time technical support team for upkeep post-launch.
Platforms like Intershop offer a packaged pre-built solution that can be configured, customized, and launched in as little as 100 days.
If you’re just starting, there will be a resource ramp-up period. Intershop offers add-on resources that can stand in as your in-house technical and business operations teams to help operate the platform.
An approach to B2B e-commerce where multiple B2B companies are networking and trading in one marketplace. This approach allows companies to conduct business, consolidate and organise their communications and transactions, and network and trade with other B2B companies safely and securely under one roof. A good B2B e-commerce marketplace must have multi-vendor capabilities and self-service functions for buyers who want to place orders themselves.
B2B buyers see e-commerce marketplaces as a vital part of their purchasing mix: 60% of B2B buyers surveyed by McKinsey & Company are open to purchasing from e-commerce marketplaces, close to the percentage of B2B buyers who purchase from supplier-branded e-commerce websites (64%).
B2B companies are actively investing in e-commerce marketplaces: 79% of B2B suppliers surveyed by McKinsey & Company have built, are planning to build, or are considering building an e-commerce marketplace.
This approach to B2B e-commerce is right for you if you want to streamline your business transactions while significantly increasing your company’s visibility. Given its reach, B2B e-commerce marketplaces allow companies to showcase their industry expertise and leadership and target many buyers and sellers from different industries.
B2B e-commerce marketplaces are competitive, given the sheer number of buyers and sellers gathered in one place. Finding ways to stand out to potential buyers can be challenging, limiting sales potential. High marketing costs and a complicated initial set-up make B2B e-commerce marketplaces a less-than-ideal solution.
Platforms like Intershop can help you build your own B2B e-commerce marketplace. You can also use our standard integrators to seamlessly connect our e-commerce platform and order management capabilities with global digital marketplaces such as Amazon and Alibaba, to name a few preferred sales channels.
B2B buyers see e-commerce marketplaces as a vital part of their purchasing mix: 60% of B2B buyers surveyed by McKinsey & Company are open to purchasing from e-commerce marketplaces, close to the percentage of B2B buyers who purchase from supplier-branded e-commerce websites (64%).
79% of B2B suppliers surveyed by McKinsey & Company have built, are planning to build, or are considering building an e-commerce marketplace.
A portal where B2B customers can access their account information, invoice and order history, order status, and other digital self-services online 24/7. A B2B self-service portal can provide all kinds of integrations through standard APIs.
This option is for you if you want to boost your after-sales management without adding extra load to your sales team. Depending on how it’s designed, a B2B self-service portal can also give your customers the power to manage their own data, products, and service agreements at their own time and pace, improving customer satisfaction and retention in the process.
If not designed well, a B2B self-service portal can cause frustration among customers. Aside from creating extra work for users, an ill-designed B2B self-service portal may actually constrain what customers can do on the platform. As such, B2B self-service portals must be simple and intuitive enough to navigate across channels.
Platforms like Intershop’s Digital Customer Portal can take the guesswork out of designing your own B2B self-service portals. We can personalise and unify your after-sales management, self-service options, and omnichannel customer experience all in one place. Our co-browsing functions, sales apps, and self-service configurators help smoothen the learning curve and guide your customers throughout the purchasing journey.
Do you really know your B2B buyers? Here are some key trends and insights to help you learn more about the behaviour and preferences of today’s B2B buyers:
The primary driver pushing B2B e-commerce trends in 2023 is the generational shift to millennials and other digital natives.
Millennials now hold the purchasing power in the B2C market, so it’s no surprise that they make up the majority of today’s B2B buyers as well. According to TrustRadius’ 2020 survey, 60% of all B2B tech buyers and 51% of lead buyers are millennials, or individuals between the ages of 26 and 41.
As digital natives, millennials prefer buying online over traditional offline channels, both in professional and personal contexts. This TrustRadius survey found that millennial buyers are twice as likely as previous generations to discover products through online searches.
Mobile habits take centre stage in this digital shift. Research by the Boston Consulting Group found that 80% of B2B buyers use mobile at work, which directly translates to conversions, with over 60% stating that mobile plays a key role in their purchases.
B2B buyers think and search differently from their B2C counterparts: while B2C shoppers might buy on impulse, B2B buyers typically come to your e-commerce site with a well-defined need. Additionally, B2C customers tend to be swayed by new products and emotional factors, while B2B buyers are less likely to deviate from pre-defined specifications in their search.
The B2B buying process usually takes longer than B2C shopping, as B2B buyers have more to evaluate: budget, functionalities, and opinions from multiple decision-makers.
A typical B2B buyer today tends to research more thoroughly, consulting an average of 6.9 information sources before making a purchase. Many information sources buyers rely on are now online, including product demos, vendor websites, and user reviews.
B2B buyer expectations are changing. Aligning your offerings with these expectations will help your e-commerce site stand out. Here are some B2B e-commerce site trends that companies must consider:
B2B buyers expect an elevated customer experience tailored to their needs and interests. The most effective B2B e-commerce sites deliver personalised content in real-time, such as customer-specific pricing and smart product recommendations.
According to a Forrester report, B2B e-commerce brands are already harnessing the power of artificial intelligence (AI), especially for business intelligence, automated conversations, and personalisation. In 2023, millennials and digital natives expect AI-driven personalised experiences to be a part of any B2B e-commerce operation. AI can help filter information into meaningful content and speed up the buying process.
With most B2B buyers now wanting to control their buying journey, another key trend in e-commerce sites is self-service functionalities. B2B self-service focuses on accelerating efficiency for everyone involved by providing up-to-date information upfront. This approach speeds up your B2B buyers’ decision-making and frees your team for more value-adding tasks.
Customer portals are the ideal solution for self-service B2B e-commerce as they give customers continuous access to your brand. With customer portals, you can provide customers access to your product catalog, online shop, and services and support 24/7, every day of the year.
Given the complexity of the B2B buying journey, buyers need trustworthy information. Customers who perceived information from suppliers as helpful were 2.8 times more likely to experience a high degree of purchase ease and three times more likely to make a bigger purchase with less regret.
However, many B2B e-commerce sites do not provide the right information. TrustRadius’ B2B Buying Disconnect 2021 report reveals a disconnect between the top information sources that buyers rely on and the resources that sellers invest in.
User reviews, vendor representatives, and free trials rank high on B2B buyers’ lists of trustworthy sources. However, many B2B sellers focus on less reliable tactics, such as marketing collaterals and case studies.
B2C buyers today expect an easy-to-use experience in online shopping, and the same is true for B2B buyers. However, intuitive design is still a major pain point in B2B e-commerce. Businesses need to think more about creating a convenient, responsive buying experience.
According to Wunderman Thompson Commerce’s B2B Future Shopper Report 2021, a third of buyers experience challenges in finding products on supplier sites. Additionally, 61% of B2B buyers are frustrated with the lack of functionality on supplier sites, while over three-quarters want a better mobile experience from their suppliers.
Humans are visual creatures by nature, and the fact that images sell is certainly not news—almost 90% of online buyers look for relevant images and videos before buying a product or service online. With B2B e-commerce, this reality becomes more pronounced as online buyers can’t physically experience products before making a purchase.
Virtual commerce enhances the online buying experience with the help of virtual reality (VR) or augmented reality (AR) technologies. With virtual commerce, customers can preview products in a virtual environment in different ways, such as:
Try on clothes virtually
Visualise machines to match an assembly line
Visualise spare parts that can be used to repair or upgrade current equipment
Progressive web apps (PWAs) combine the best of the classic e-commerce website optimised for mobile—responsive and can be accessed via browser—with the advantages of a fully developed native app. What you get is a mobile website accessible to search engines but with the same look and feel as native apps.
This is the natural progression of mobile B2B e-commerce, untethered from specific operating systems (OS) and accessible on any device. For B2B brands, PWAs are the easiest and most effective means of creating high-performing mobile websites without the need for app development, downloads, or installation. In fact, PWAs can increase mobile conversion rates by up to 20%.
Composable commerce has emerged as the latest approach to building and managing B2B e-commerce systems. As its name suggests, composable commerce ‘composes’ select best-of-breed commerce components into a custom application built for specific business needs, with a focus on flexibility and modularity.
To prevent the pitfalls of composable architecture, B2B companies can tap into packaged business capabilities (PBCs). Also known as microservices or packaged functionalities, PBCs are software components that represent a well-defined business capability (e.g., shopping cart, checkout, promotion, or customer and account management).
Efficiency and sustainability in e-fulfilment have become a significant issue, especially as 73% of online buyers now consider environmental impact when choosing a brand. In fact, 65% of B2B buyers can accept slower delivery times if it minimises negative environmental impact.
However, sustainable e-fulfilment is not just about eco-friendly packaging and delivery options—it starts with how B2B companies process and fulfil orders across different channels. An order management system (OMS) is an essential tool to achieve sustainable e-fulfilment. It helps B2B companies plan, control, and implement their order fulfilment process, all while minimising their carbon footprint and negative environmental impact across the value chain.
It is not a trend per se, but rather the culmination of other B2B e-commerce trends. Autonomous commerce reflects the impact of AI and automation on both B2B buyers and merchants alike. It yields a self-governed commerce experience among buyers, merchants, suppliers, and partners with the help of connected devices and the Internet of Things (IoT).
Manufacturing vs. Wholesale in B2B E-commerce
If you still don’t have B2B e-commerce, it’s time to ramp up this capability. Today’s corporate buyers turn to B2B e-commerce at every stage of their buying journey. Here’s what organisations can do to integrate B2B e-commerce into their business plans:
Prioritize critical capabilities that align with your business strategy.
Design your B2B e-commerce website in phases with big- and small-ticket goals in mind.
Explore different avenues to get you in front of more customers, whether through a presence in a specific marketplace or a partner strategy.
Set up high-level key performance indicators (KPIs) and a roadmap for your B2B e-commerce strategy.
Look at returns on investment (ROI) and see how the B2B e-commerce platform can impact profits and losses (P&L) and the bottom line.
Get buy-in from top management and relevant teams like sales, customer support, and marketing.
Start small and work your way up, but review your B2B e-commerce roadmap and KPIs every three to six months.
If you want to achieve great results with B2B e-commerce, you need a great team to back it up. Start with your overall business strategy and then determine the organisational structure of your B2B e-commerce support team. It would be best if someone from your existing management or leadership team could take responsibility for B2B e-commerce or hire a dedicated manager or director for this function.
Sample Organizational Chart for a B2B E-commerce Team (Source)
There is no “one size fits all” approach to creating a B2B e-commerce support team. As you put together your B2B e-commerce team, think about people’s competencies and not just functions, as one person can fulfil several roles.
To keep up with rapid growth in the B2B e-commerce space, B2B companies need to make three “seismic shifts” in how they approach corporate buyers and lead sales teams:
Become an omnichannel orchestrator. Work across multiple channels as buyer preferences may vary across the deal stages: in-person selling, outreach via social media, e-mails, chat support, or phone calls.
Have a value-creation mindset. Develop integrated solutions, tailor your value proposition, and offer unique pricing arrangements.
Enable continuous change management. Stay agile and manage constant changes in your product offerings and internal capabilities.
As with your B2B e-commerce team’s structure, there is no “one size fits all” approach to determining KPIs. It varies from business to business, depending on the metrics you want to measure, monitor, and manage. However, KPIs must always align with bigger business strategies and goals.
KPIs must be actionable and measured accurately in real-time and, ultimately, make a difference to your company’s bottom line. We have identified some KPIs to consider to measure the success of your B2B e-commerce site:
Measures how often a visitor or customer performs a desired action on your website, such as making actual purchases, signing up for newsletters, or downloading content. The standard benchmark for e-commerce sales conversion rate is around 2% to 3%.
| Conversion rate = Total desired action by visitors / Total visits x 100 |
Measures how much an average customer pays for an order. B2B companies can increase AOV by recommending related items with purchases, selling complementary items at a discount, and offering free shipping when a customer meets a specific order value.
| Average order value = Currency value of all sales / Number of transactions |
Measures the percentage of customers you retain over a specified period, i.e., retaining the customers who have viewed or made purchases from your B2B e-commerce site.
A high customer retention rate spells high profits, as you stand to earn more from repeat customers than new ones. Businesses can improve customer retention through loyalty programs and excellent customer service.
| Customer retention rate = (Number of customers at the close of a period – Number of customers acquired during the period) / Customers at the beginning of period) x 100 |
Other KPIs to consider to gauge the performance of your B2B e-commerce site may include:
Higher adoption of digital channels
Offline orders converted to online orders
Increase complex product conversions
Reduce the cost of sales
Reduced manual work
Decrease in customer acquisition costs
Increase in customer satisfaction or a higher Net Promoter Score (NPS)
Even in B2B companies with complex products or sales processes, very few features need to be developed from scratch. This allows businesses to get to market quickly and start generating revenue immediately.
Intershop is designed to cater to businesses of all sizes and complexity, with built-in features that can be easily configured to meet specific business needs. This saves you valuable resources and eliminates the need for extensive custom development work.
If you do need to add a new feature or modify an existing one, every aspect of Intershop can be customised and extended to meet your specific needs, providing a unique and personalised experience for your customers.
Intershop provides end-to-end solutions to help you with business operations, development, and technical support while you build your team. With Intershop, you have a dedicated partner to help you achieve your business goals.
If you’re wondering about the differences between B2B and B2C e-commerce, here’s a quick comparison:
Optimised to provide information and self-service
The buying process is typically more complex due to the involvement of multiple decision-makers
Sales cycles are not linear and usually longer; however, the sales process of the same or related items is fast and repetitive once the supplier or product is locked in
While some B2B products can be intuitive, others are highly complex and require some degree of advice from the seller
Key website features for B2B e-commerce include:
Self-service account management, which allows users to retrieve information such as account statements, invoices, and credit limits
Ability to look up product information such as pricing, inventory, and lead time, along with related items like consumables and/or spare parts
User management features that allow the configuration of approval workflows, organisational structures, and cost centres
Multiple shopping cart functionality, which allows business employees to add items to separate carts
Functionality to connect to other business applications such as finances, ERP, CRM, PIM, and logistics
Optimised to provide consumers with a smooth shopping experience
The buying process is fairly straightforward, involving individual consumers and short sales cycles
Users can largely self-educate and discover what they need with little assistance, as products are easily understandable
Key website features for B2C e-commerce include:
Seamless add-to-cart functionality
Flexible payment options
Promotional features
Upselling and cross-selling techniques
Remember: EDI and B2B e-commerce are not mutually exclusive, and thoughtful enterprises strategically use EDI and B2B e-commerce in for different scenarios.
Here’s a quick comparison between B2B e-commerce and electronic data interchange (EDI).
Streamlines the B2B buying and selling process while expanding your customer base, penetrating new markets, and showcasing your brand online
Provides detailed product information and catalogues for an improved buyer experience, where new buyers can know more about your offerings
Can process new requests for quotes (RFQs) and not just established contracts or agreements
While EDI continues to dominate B2B sales channels, business buyers and sellers now see B2B e-commerce as a more efficient way to research and purchase corporate goods and services
Streamlines the B2B buying and selling process while expanding your customer base, penetrating new markets, and showcasing your brand online
Provides detailed product information and catalogues for an improved buyer experience, where new buyers can know more about your offerings
Can process new requests for quotes (RFQs) and not just established contracts or agreements
While EDI continues to dominate B2B sales channels, business buyers and sellers now see B2B e-commerce as a more efficient way to research and purchase corporate goods and services
One of the oldest and biggest B2B sales channels, often used by large manufacturers and distributors with large and recurring orders
Allows companies to exchange standardised business documents, such as purchase orders and sales invoices, via electronic networks
Optimised for processes such as big retail replenishment, logistics and tendering, and multi-modal status notifications for automotive assembly
While EDI is technically B2B e-commerce, it is focused on transmitting documents rather than the buying and selling process
EDI provides another way for you to accept orders from existing customers and works with already-established contracts or agreements
Car parts like tires, batteries, electronics, hoses, and door locks
Semiconductors for electronic devices, often used in communications, computing, healthcare, transportation, and other applications
Building materials like wood, concrete, cement, and steel for construction projects
Textiles like fibres, yarns, threads, and fabrics used for clothing production
Manufacturing materials such as chemicals, metals, ceramics, polymers, and other raw materials
Office supplies such as paper, adhesives, inks, toners, and workstation accessories
Manufacturer ordering or selling supplies (link)
Wholesalers selling to distributors (link)
Distributor selling to retailers (link)
Manufacturers and wholesalers selling direct (link)
Digitalizing sales process (link)
Hyper-personalized self-service portal (link)
Unify offline and online sales channels (link)
Sell globally (link)